
From Cost Center to Value Generator: Transforming Healthcare Contact Centers with Salesforce & Conversational AI
Lara Richardson, Director of Digital Services and CRM at Intermountain Health, together with Salesforce's Sindhu Pandit, Global Healthcare Lead for Digital Health Strategy and Innovation and Hyro's VP Product, Uri Pintov, provide a blueprint for creating a unified solution that infuses Salesforce’s robust data capabilities with Hyro's conversational AI to transform your call center operations.
Gain insight into:
- How to shift your contact center from a cost center to a value generator
- Implementing AI via the Salesforce foundation you already trust
- Key patient engagement insights that help reduce costs and empower staff.
- How to create a robust patient journey that scales.
Featuring:
- Lara Richardson, Director of Digital Services and CRM at Intermountain Health
- Dr. Sindhu Pandit, Industry Advisor, Digital Health Strategy at Salesforce
- Uri Pintov, VP Product at Hyro
- Moderated by Daniela Levi, Senior Product Marketing Manager, Hyro
Main Takeaways
Millennial Parents' Digital Expectations
Salesforce's Role in Transforming Healthcare
Navigating AI Waters and Building Trust through Partnerships
The Case of Intermountain Health
Revamping the Patient Experience with Technology
Intermountain Health’s contact centers faced challenges, primarily focusing on operational convenience rather than patient experience. Lara outlines the organization’s commitment to ensuring patients no longer endure long hold times or inefficient processes. Inspired by self-service models in other industries, the organization sought to streamline patient interactions, introducing capabilities like chat, text, and email for 24/7 support. Lara also delves into the partnership with Hyro, emphasizing the goal of offering patients a personalized and excellent consumer experience.
The Impact of Conversational AI
Lara shares the positive outcomes of their efforts, including a 91% success rate in call routing, a 64% reduction in call abandonment, and a 27% increase in call answering. The implementation of Hyro’s conversational AI achieved a 79% completion rate for patient goals during chat interactions. Lara highlights the importance of understanding patient behaviors through data, revealing peaks in conversational AI interactions during lunchtime and even after regular hours. The organization’s tech stack, including Salesforce, Hyro, and Qualtrics, played a pivotal role in achieving these results.
Reflecting on their journey, Lara emphasizes the importance of cross-functional teams, leadership support, and celebrating small victories. She acknowledges the pioneering nature of their healthcare initiatives and the need for pragmatism over perfection. Lara concludes by stressing continuous improvement, particularly in communication and collaboration with partners, as they navigate the evolving landscape of healthcare technology.
Hyro's AI Assistants' Integration with Salesforce
Uri introduces Hyro’s AppExchange app, emphasizing its easy setup and secure communication with Salesforce. He provides a step-by-step guide on setting up the app, connecting it to Salesforce, and activating the AI assistants. Uri proceeds to showcase a live demonstration where the AI assistant efficiently handles voice interactions, confirming appointments, resetting passwords, and seamlessly transferring to live agents. He underlines the significance of recording AI conversation details in Salesforce, ensuring agents have context, and concludes by encouraging users to explore the app on AppExchange for practical implementation.